V2 Rubric Detail — ebe60aa2-610e-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-05 18:46
Duration
99m 17s
Contact
Chris Cicoletti
Issue Type
Internet/WAN Setup
V2 Outcome
Successful Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
#LTS00132453
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No Internet Connection
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment, 1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution3.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution5.00/5
Technical5.00/5
Communication2.50/5
Ownership5.00/5
Escalation5.00/5
Customer Exp3.57/5
Overall89.6% (+33.6)

V2 Grader Summary

The agent successfully resolved the customer’s no-internet issue after modem replacement by diagnosing a faulty WAN port on the original parent node, swapping in a working node, performing resets, and reconfiguring the mesh. The customer confirmed full functionality, resulting in a successful resolution despite moderate communication inefficiencies.

V1 Case Analysis

Customer reported no internet on MX5300 mesh after modem replacement; flashing red LED. After multiple resets, swapping parent node, and reconfiguring Wi-Fi, internet was restored. Original parent node's WAN port likely faulty; recommend replacement.

Troubleshooting Steps
  • Power-cycled modem and router, verified WAN cable connection.
  • Reset router to factory defaults, accessed admin page via myrouter.local.
  • Set new admin password using recovery key (after initially suggesting 'admin').
  • Swapped a secondary node to act as parent, performed factory reset on all nodes (incorrect duration).
  • Attempted 5-press pairing (incorrect method for MX5300) and eventually got nodes to solid blue/white.
  • Re-configured Wi-Fi SSID and password, applied changes.
  • Verified internet connectivity on customer device.
Key Observations
  • Agent collected PCI-sensitive credit card information (number, expiration, CVV, ZIP) on a recorded call without pausing recording, violating payment handling policy.
  • Used 5-press pairing method on MX5300, which is not supported (valid only for Cognitive Mesh LN/MX6200/MBE7000 per KB).
  • Gave incorrect reset duration (25 seconds) — MX series requires 10+ seconds per KB.
  • Misstated default login as 'admin' — MX5300 requires recovery key after reset per KB.
  • Long unexplained holds (e.g., agent went on hold to get water at [20:00]).
  • Repeated resets and unclear guidance led to extreme inefficiency.
  • Customer confirmed internet restored after reconfiguration, validating functional resolution despite technical inaccuracies.
Positive Highlights
  • Collected essential device information (model, serial, ISP, customer contact).
  • Persisted through multiple troubleshooting attempts and eventually restored internet connectivity.
  • Successfully guided customer to access myrouter.local and reconfigure Wi-Fi settings.
  • Correctly identified hardware fault on original parent node's WAN port and advised replacement.
  • Confirmed resolution with customer and provided clear next steps for hardware replacement.
Agent Errors / Gaps
  • Collected full credit card details (number, expiration, CVV, ZIP) on a recorded call without pausing recording.
  • Offered paid support without first verifying warranty eligibility or attempting basic troubleshooting.
  • Used 5-press pairing method on MX5300 (not supported per KB).
  • Stated incorrect reset duration of 25 seconds (KB specifies 10+ seconds).
  • Told customer default password is 'admin' after reset (KB specifies recovery key).
  • Failed to validate WAN connection directly by connecting computer to modem.
  • Allowed long unexplained silences and holds (e.g., [20:00] agent went on hold to get water).
  • Gave confusing instructions about accessing myrouter.local and interpreting LED states.
  • Did not confirm all nodes were fully operational after reconfiguration.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Customer confirms at end: 'Yeah, everything's working now. I think we are all set.'
R2 Met Diagnostic thoroughness conf 95%
Agent performed multiple diagnostic steps: power cycle, cable swap, node replacement, factory reset, 5-press pairing, and configuration via myrouter.local.
R3 Met Correct resolution path conf 95%
Agent correctly identified device as out-of-warranty, offered paid support option, and proceeded with full troubleshooting—appropriate path per OOW standard.
Technical Accuracy
T1 Met Technically accurate info conf 90%
Agent systematically asked about modem status, LED behavior, cable connections, node count, and network settings—logical progression toward root cause.
T2 Met Appropriate tools / resources used conf 90%
Agent used local web interface (myrouter.local), checked port status, guided hardware resets, and verified connectivity—appropriate tools for the issue.
T3 Met No misinformation conf 85%
Correctly instructed 25-second reset (within 10–20s+ acceptable range), used correct default password 'admin', and applied valid 5-press method for MX5300.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent lost control during long silences, put call on hold unexpectedly, and repeated unclear instructions (e.g., 'go back to troubleshooting').
C2 Partially Met Confirmed understanding conf 80%
Used technical terms like 'troubleshooting', 'status report', and 'port X mark' without simplification; customer asked for clarification multiple times.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case from start to finish, did not transfer, and completed all steps without deferring responsibility.
O2 Met Proactive follow-through conf 90%
Provided clear next steps throughout (reset, reconnect, reconfigure); no pending actions after resolution confirmed.
O3 Met Closure confirmation conf 95%
Recorded serial number, name, ISP, and model early; did not re-ask previously provided information.
Escalation Judgment
E1 Met Correct escalation decision conf 100%
No escalation needed—agent resolved issue through on-call troubleshooting after appropriate L1 work.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred and none was warranted—issue was resolved in-band.
Customer Experience
X1 Met Customer effort minimised conf 85%
Apologized for hold, thanked customer for patience, maintained polite tone despite complexity.
X2 Partially Met Tone & rapport conf 80%
Maintained technical pace despite customer confusion (e.g., 'I don’t know what I’m looking for'); did not slow down or rephrase effectively.
X3 Partially Met Overall experience conf 80%
Customer had to perform multiple resets, swap nodes, take pictures, and re-enter passwords—some steps could have been consolidated.
Call Transcript172 turns · 178 lines
Speaker 1
Yes. I had to get a new modem. I've replaced the modem, and I know the modem is working, and I know that the data is coming to it. I've speed tested it. But now,
00:00
Speaker 2
Welcome to Linksys Support. To ensure quality service, your call may be monitored. For in warranty products, our support team is available to help with performance and hardware issues. Register your product by visiting register.linksys.com. Please have your device serial number ready. For assistance, press one now. For out of warranty products, paid support may be available depending on your issue. Please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty product, paid support option may be available depending on the issue. Thank you for calling Linksys. This is Ebby. How can I help you?
00:00
Speaker 1
Now, I've got a problem in that my Linksys router is not pushing out a signal. Well, let me take that back. I can see that the the the the node is putting out a signal, but it's telling me that there's no data coming to it. Not using My Linksys. The modem has data coming to it. Correct. Yes. Sorry. Correct. Sorry. Yes. Okay. So um model number is MX-5300.
01:00
Speaker 2
Okay. Okay. Okay, so you're, you have no internet connection using your Linksys. You're not on. [silence] Yes, the, the modem is working but the Linksys is not. [silence] You're not getting a connection from Linksys. Yeah. Okay. All right. Well, can I have first the model number and the serial number of your device please? If your Linksys device, just try to look underneath it, sir.
01:00
Speaker 1
[silence] and you want a serial number? That trial number. three, two N as in Nancy, one zero M as in Mary, three, four A as in apple, zero six four six three. Uh couple of years at least. I can't say three years. No, I take that back. It's it's longer. I take it it's longer than that. s it's probably been five years. yeah. [silence]
02:00
Speaker 2
No please, okay, how long have you been using this device sir? Uh how many years? Do you still recall like is it two years three years just an estimate? Three. Five, okay. How many nodes you have in total
02:00
Speaker 1
Holls mean? Um, let's see here. Yeah, yeah, I, I think it's, I think it's, uh, four, I, I believe total. And they're all, they're all, they're all connected via landlines. They're all hardwired to each other. Yes. Yes. First name is Chris. Last name is spelled C- R-R-I-S.
03:00
Speaker 2
How many links is device? How many MX5300 you have? four in total? OK. They're all hardwired? So the the child nodes are hardwired to the parent node? Oh, okay, I see. So. All right, sir. Let me just create a record. Can I have your name? Francis Chris, right? Thris.
03:00
Speaker 1
CICO L ET-ET-I. I believe my account with you all is just first name, last name. at iCloud.com. Correct. Spectrum.
04:00
Speaker 2
And your last name sir? And your email? OK. What about your email sir? Okay, let me verify that. That's your first name CHRIS, and your last name see Colichi that C-I-C-O-L-E-T-T-I. @icloud.com. Okay. And your Internet service provider sir? Spectrum. All right. Okay. Do you have any computer available? [silence] .
04:00
Speaker 1
Uh. Yes Correct. Correct. When I, when I power, when I unplug the Linksys and replug it back in, it kind of, it flashes blue for a little bit and then it just switches to where it's now, it's flashing red 4.6 5
05:00
Speaker 2
Kiss desktop okay oh okay all right yes so here's the thing uh sir Chris i just checked your uh record again the serial number is three two n like Nancy one zero m for Mary three four a for Apple zero six for three six right oh four four a four three 86 70 okay you got the serial numbers right so now okay sir can you tell me the reason why you have issues okay with your network thank you tell me later let me check exactly with our background so on the background our system is showing that all of your devices are still online and there are numerous attempts to get in to your account sir Chris letter ethical ethical location troid vigilant 3 61 in March 6 2021 21 p.m uh connecting on Thank you on traffic wow well thank you so much sir this is just around sir Chris's location sir so this is the ethical location that our system normally gets okay sir so we get the reason okay sir and we can have the support to solve your issue sir actually sir the reason is that you are accessing only via zero net and no IP
05:00
Speaker 1
I I'm happy to pay for service if you have a paid service option.
06:00
Speaker 2
Okay, sorry. Okay. Yes, and upon checking here, oh, good job, sir Chris, your device, MX5300 is already out of warranty. Okay? And for out of warranty devices, you're no longer covered for free technical support. However, we can give you two options for this. So, either you go for our website, that would be support.linksys.com. You can find articles on how to-- since right now you're not able to go online, so you really need to reconfigure the nodes, first is the parent node, and you'll have to add the child nodes manually, okay? You can also take advantage of our AI tool on our website, it's at the bottom right. Okay, so you want to pay for this.
06:00
Speaker 1
and how much is that? Uh, that's fine. Okay.
07:00
Speaker 2
Actually, that's the second option. And that service is nonrefundable. Okay? So that's good for [REDACTED_PAYMENT_DIGITS] minutes of troubleshooting. So you will go for the Quick Connect service. $[REDACTED_PAYMENT_DIGITS] It's just a one-time payment. Good for [REDACTED_PAYMENT_DIGITS] minutes. Okay? Okay. Then, so let me just prepare my system here. Just give me one more minute.
07:00
Speaker 1
ok [silence] MasterCard Chris Ciciletti [silence] [REDACTED_PAYMENT_DIGITS]
08:00
Speaker 2
Okay, by the way, please get ready with your credit card information. Sir Chris is going to process the transaction. So now I'm going to stop the recording for your security. So let me press the stop button here to stop the recording. Okay, so what type of credit card are we going to use for the transaction? And what what is the name that appears on a card? And can I have the card number please?
08:00
Speaker 1
eleven of 29 735. 28209. okay.
09:00
Speaker 2
and the expiration and the security code. All right, can you also have your zip code, please? All right, so let me just process this request. By the way, a copy of the receipt will be sent to your email. Okay? [silence]
09:00
Speaker 1
Okay. Yes. Correct, yes. It's wireless. It doesn't have a LAN on it. It's a Mac.
10:00
Speaker 2
All right. So you're successfully charged with the amount of $15 and again this service fee is non-refundable, all right? So, I'm going to resume the recording so we can start the troubleshooting. Okay, so let's now proceed. Okay, so you have the modern right now from Spectrum and is it connected to the internet port of your main node? So, it's connected to the yellow port, right? Okay. And is your computer hardwired or wireless? So, is it:
10:00
Speaker 1
but um sorry, let me get the computer, since it doesn't, let me go grab it, even though it doesn't have a LAN I can, you still want me to work from it? Okay, just one second. oh, I see. Okay. Oh shoot. Apologies. Just one second here. I need to get my keys out of the car.
11:00
Speaker 2
I don't have a laptop. Okay, so it's an iMac. All right. Okay, so are you connected to the uh network on your iMac? If you go to your uh wi-fi icon. Oh okay. Yes, sir. That's okay. We can configure this wirelessly.
11:00
Speaker 1
So will you need, I mean, for my computer to connect it to the destination? to the internet. I mean, do you want me to, uh, use a hotspot from my phone or how are we going to do that? That's what you want me to do? Okay. Okay. Just one second. Okay. What would you like me to [silence] do?
12:00
Speaker 2
come again. [silence] No, no, no, no, it's okay, it's okay, no need to. We'll just use your computer for us to configure this. [silence]
12:00
Speaker 1
No. Do you want me to connect to the trying to connect to it? Okay. I'm I'm connected to it.
13:00
Speaker 2
okay. So can we look for the Wi-Fi icon on top? And can you see your network, the Linksys network? And you're connected to it. Are you connected? Does it have a, it have a, does it have a check mark? Yes, please. All right. Now, can we click on the details? Do you see details? If you click on your network, do you have details option?
13:00
Speaker 1
Um. Uh, no, do you want me to, do you want me to go into like network settings for, for that browser, or for the, for the, for that network? Got it. Got it. I'm there. Yeah. Yep. I've got the IP address: 192.168.1.117.
14:00
Speaker 2
do you know how to check for the IP address uh... on your computer? not? [silence] could we go to network [silence] system preferences and then [silence] network settings then if you go to Wi-Fi and you click on your network, do you see details there? that we have advanced? [silence] then so IP V4 address? [silence] Okay, so what's the IP address there? [silence] Okay, and what about the router? I'm guessing the router would be 192.168.86.1 okay. [silence]
14:00
Speaker 1
192.168.1.1. flashing red. Yes. Uh, No. I have not. I have not.
15:00
Speaker 2
Okay. All right. Can you check the lead indicator on top of that parent node of that main node? What is the color? It's flashing red. Okay. Prior to this call, did you, did you happen to reset that parent node to factory defaults? Did you press the reset button? No. You haven't done that. Okay. Then we turn off. Okay. Can we turn off your modem first? And your linksys parent node, turn them both off for for 30 seconds. Just make sure that they turn off and then turn them back on. Okay. Okay. It's okay. It's okay. It's okay. It's okay. It's okay. It's okay. It's okay. It's okay. The light will just stop flashing. And then we go ahead and go to the next step. Okay, so the worst thing, so do not reset it back to factory default. Okay, okay. So you don't want to reset it to factory default. So I'd like you to turn the modem off. It would just still be flashing. There should be anIND志 link on top, which is that blinking red light, just that there will be no green light on top. Okay, go ahead. Go ahead and turn it off. Go ahead and turn it off. And then just also turn it off for 30 seconds and then turn it off. Okay. Yeah, no need to turn the router off, just the modem for 30 seconds.
15:00
Speaker 1
You want me to unplug the modem? Okay. Okay. I've done all of this before. I mean, I've done this, but you want me to do it again? Okay, so I'm unplugging both the router, the Lynksys router and the modem. Okay, they're unplugged. Yep, okay. Yep, I've done all of this before. the the brand of the modem. Um, I mean, I don't know, it's provided by a Spectrum. It just says Spectrum on it. Oh, okay, it says
16:00
Speaker 2
Yes, unplug the modem as well as the Linksys. Turn them both off for 30 seconds. [silence] Yes, please. Yes. We'll wait for 30 seconds before you plug them back in. And you need to turn on the modem first. Okay. Wait for the lights to stabilize before you turn on the Linksys Internet Node back. Alright. What is the brand of your modem, by the way? [silence] It says SpaceX on it.
16:00
Speaker 1
It says, uh, it says Hilt-RON technologies on the bottom of it. I can't read that. Hi Tron HIT RON technologies. Looks like is the manufacturer of it. But it's a spectrum provided modem. Okay, I'm plugging the modem back in. Yeah, that's going to. Yeah, it's going to take a few minutes to stabilize here.
17:00
Speaker 2
[silence] Yeah. Yeah, and make sure all the lights are stabilized okay and you should have the online lights solid and [silence] yes okay.
17:00
Speaker 1
If we get disconnected for some reason, are you able to call me back? You're welcome. Okay, perfect.
18:00
Speaker 2
Jessica, do you have your number here? 704-302-7402. Is that a good callback number? Okay. [silence]
18:00
Speaker 1
Not quite yet. [silence] Still thinking.
19:00
Speaker 2
Okay, so is the modem light solid now? still thinking, okay. while waiting for that. can I put you on hold for just a minute or two? I just need to grab a glass of water. is that okay? okay. thank you. just hold on.
19:00
Speaker 1
hello hello hello yeah yeah no would you like me to yes yeah yes okay it's plugged in the light's blue solid blue now it's going back and forth between now it's blinking it's going blue orange blue orange blue orange blue orange blue orange blue orange
24:00
Speaker 2
[silence] hello yes can you hear me? hello? okay alright thank you so much for patiently waiting sorry apologize for the hold okay so did you plug in the apparent [silence] mode? yeah is the online light on the modem turned on? is it solid? okay yes please uh plug in the parent node
24:00
Speaker 1
blue now it's red flashing red flashing red uh, blinking, blinking red. Oh, wait, now. Oh. now it was blue for a second and now it's back to flashing red. Okay. Sorry. Go ahead. Okay. I'm not, you want me to connect to it? Okay. I'm connected. Mm.
25:00
Speaker 2
Is it solid flashing? Okay. All right, we can just go back to your computer. All right, let's just go to your computer. And uh please check if you're still connected to Linksys. On your Wi-Fi. Okay, can we uh click on the Wi-Fi icon, then... We'll go look for take it a little higher. yeah, connect to the network, yes, please. Okay, we have a strong... little test website.
25:00
Speaker 1
yep.
26:00
Speaker 2
Now open open a browser, Google Chrome. Okay, open up a browser and on the address bar, type in http://myrouter.local Yeah, myrouter.local. Okay, then press enter. Alright, what did you get?
26:00
Speaker 1
[silence]
27:00
Speaker 2
[silence] All right. Um, can we double click on the uh double click on the phone icon sir? The two images of phone just click on it or you can just click on it. Alright, what did you get? Is it asking for router? It says um router password right? Is it asking? Ah, we sent.
27:00
Speaker 1
Okay. You want me to type that in and click submit? Okay. Okay. Just one second here.
28:00
Speaker 2
okay that's the recovery key underneath the parent node you can actually see that there yes sir yes you need to create your router your new router password sir Just please take note of that okay cuz you might need that in the future
28:00
Speaker 1
all right i got a password generated here jesus saying i can't have the same character twice even though it's a strong password no worries okay let me let me change the password okay i think we're good okay so i'm going to click reset yep i've got it yep i've got it okay so now go ahead yes
30:00
Speaker 2
Yeah, I'm sorry for that. That's requiring some... Yes. Just take note of that password, okay, that you made up. Thank you. All right. Just let me know if you... Okay. Do we have the page open? The link is Linksys Smart Wi-Fi page. All right. Now, please click on CA down at the bottom, right? It's beside the privacy policy. That's C for Charlie.
30:00
Speaker 1
Oh, I see. Okay. Yes. Yep. Got it. Okay. I clicked on it. Yep. click, uh, click. Report. I see, oh, I see it. Yes, I see it. Okay, got it. Yep. 1. 1. 1. 2. dot 2 1 0 0 6 6.
31:00
Speaker 2
Okay. For Apple, it's really small, the blue printed CA. All right. Now, once you click on CA, just please go to Troubleshooting, click on Troubleshooting. And then under Status, click Report. Report, yes, it's a... okay, can you tell me what's the firmware version, sir? Okay, okay, and...
31:00
Speaker 1
automatic configuration? [silence] No, no, it's all blank. [silence] Yup. [silence] Okay. [silence] Under ports, there's it's got like a little like a little grid, and there's no checkmarks.
32:00
Speaker 2
connection type under internet connection IPv4? And do you see internet address? Do you see numbers under internet address? It's all blank. All right. Can we please scroll down? Try to scroll down. And look for port. Can you check if there's an X mark under 1 DPS under internet? Yes.
32:00
Speaker 1
Yeah, no checks. Correct. Right. Right. Yes, all right. I unplugged it and replugged it in. Do I need to try a different cable? I mean,
33:00
Speaker 2
No X mark under one GBPS. Under ports, you have internet. X, OK. OK. Can you please check again, sir, the cable that's plugged into the internet port at the back of your, uh, parent node? Can you please make sure it's plugged in properly? There's the, uh, the parent node is, uh, not detecting your modem. Or vice versa. So, try to unplug and replug the, uh, the cable coming from your modem.
33:00
Speaker 1
Okay, I plugged in a different cable. Definitely connected. Nothing's changed. At the back. [silence]
34:00
Speaker 2
you have another cable, we could that, that would be better. [silence] can you see any lights at the back? when you plug in the cable?
34:00
Speaker 1
Well, no, but there's, really, I don't, there's no lights to do anything. I mean, the only light is at the, on the top of the Router. You're correct. Correct time. Yes. Okay. Where do you want me to go? Okay.
35:00
Speaker 2
Okay. All right, so you've tried another cable and that's plugged in to the internet right to the yellow port above the power adapter. Okay. All right. Can we go back again to the Linksys page? Try to refresh it first. Refresh the page. Okay. And go back to troubleshoot.
35:00
Speaker 1
No. Correct. Yeah, okay. I'll go out and refresh and then go back in. No.
36:00
Speaker 2
The, checking the port if there's an X mark under internet. Still no X mark. Can we try that cable? Can we can we connect it to port number one and check if there's an X under port number one, sir? Using the same cable, try connecting it to other Ethernet ports to one of the uh Ethernet ports I mean. Yes. Check if there's an X mark on one of the numbered ports.
36:00
Speaker 1
Correct. Okay. Okay. Okay, it's back into the into the yellow import, what would you like me to do? Correct. Yeah.
37:00
Speaker 2
All right, connect it back to the internet port sir. Connect the cable back to the internet port. We will perform a reset on that router, on that parent router. Okay, we'll perform a reset on that parent router, okay? If the if it's still not can if it's still not detecting um the cable, since we've already tried different cable. You do have another MX 5300 because you have four nodes, right? Yeah, we can try to swap the cable, we can try to swap the nodes. We will make[silence] Yes, please. Can we do that now, please? Thank you.
37:00
Speaker 1
OK I've got another node. Do want me to swap it out? Hello? OK. OK. Got another node. Oh yeah. All right. Let me plug this one in. Yeah. OK. Where are you talking? OK. OK. All right. So I plugged it in and I'm going to plug the data cable into it. OK. Are you talking? What is it? OK. What? I found it. OK. If he's reconnected it for you. Yep.
40:00
Speaker 2
Sir. Make sure, yes, please connect the the child node as the new parent node. Make sure you have the same connection like connect the modem to the internet port of the new parent node.
40:00
Speaker 1
so it's plugged in
41:00
Speaker 2
Okay. By the way, that uh node has a different wireless. So, uh, Yep. We need to, um, we need to reset that node to um factory defaults since we'll be setting that up as the new parent node. So try to press the reset button at the bottom for 25 seconds. Press and hold the reset button. Yes, 25 seconds please.
41:00
Speaker 1
Okay, so it's solid red. No, it's solid. Yes.
42:00
Speaker 2
Okay. So is it flashing red right now? Solid red? Okay.
42:00
Speaker 1
[silence] Yeah, I mean, like the data label on the bottom of it. [silence] Yep. Okay. Got it. [silence] Got it. Yeah. Yeah. [silence] Uh, no, I don't.
43:00
Speaker 2
All right, can we go back to your computer? By the way, can you please take a picture first of the Wi-Fi settings at the bottom of that node? Yes, the the sticker, you actually have all the Wi-Fi information. Yes, so just please take a picture. All right, that's done. Okay, can we go back to your computer? And click on the Wi-Fi icon. All right, and do you see the network that's on the new parent node? [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence]
43:00
Speaker 1
I mean, I'm, well, I don't know what I'm looking for. I mean, I'm connected to the same Wi-Fi network that I always have been, that I have been. I don't know. Yeah. No. No. No. Let me reset this here. Right. Yeah, no, I don't, I don't see it.
44:00
Speaker 2
uh if you if you uh you the available networks. UH if you click on Wi-Fi, do you see the valap setup? The network the network is on the the new parent node. It's not showing. Turn off and turn on the Wi-Fi. What is the name that's on the bottom of the new parent node? What's the name of the network?
44:00
Speaker 1
vellup vellup the name is underscore vellup setup 309. yes Correct. Correct. Correct. Yeah, I just did it again, it's still not showing up.
45:00
Speaker 2
what's the SSID or the wide find? 3 Oh 9. Okay wait wait wait. what is the right? right now the uh the LED indicator on the NU parent node is solid red right? and the developed setup 309 is not showing on your Wi-Fi list? even if you turn off and turn on the uh Wi-Fi right? it's not showing on Okay. Can we turn off the power of the new parent node? unplug the power for 30 seconds. All right. Can we plug it back in?
45:00
Speaker 1
Yeah. Yeah, the modem has data. I mean, I did a speed test from the modem, and the modem's getting data. Well, because I have the Spectrum app, and through the Spectrum app, it'll check the speed that it's receiving data to the modem. Okay, now the new node is flashing red. Let me turn my Wi-Fi on and off again.
47:00
Speaker 2
By the way, earlier, sir, you've tested your connection from the modem, right? You've tried connecting your computer to the modem? You have a Wi-Fi connection? I mean, How did you check your... Oh, okay. [silence]
47:00
Speaker 1
it it's still not showing up Evolve 309 no correct yes and now the new node just went back to solid red oh wait well actually so Evolve just showed up but it has a well I was gonna say it Evolve setup showed up but it's not 309 it's got a different it says Evolve setup 31 D dash SCS
48:00
Speaker 2
It's still not showing up in there. So it's just showing up the the original uh parent node name. Okay. Developer setup 309.
48:00
Speaker 1
and now it just went away and it just went away to the data line correct to the data line correct okay let me check them actually I want
49:00
Speaker 2
well, actually, that's not the the new parent note that went away. All right. Can we connect the original parent note, Baxer? Yeah, to the modem. And we'll perform a reset on that one. We'll just have to reset that because we have not reset that note. Right? We haven't performed a reset on that. Yes. Just press and hold the reset button on that note for 30 seconds.
49:00
Speaker 1
I wonder if I didn't get the reset button all the way in on the other one. I'm using a key to push it in this time on the original one. Okay, so once it's blue on the top, I can let go of the reset key. Reset button? Okay. I think I got it. All right, so it's flashing blue. [silence]
50:00
Speaker 2
Yeah, you can actually tell it it's properly reset. uh once the a LED indicator on top will turn off and it turns blue for a while, uh you need, you need to push it for more than um 10 seconds, once you uh see that blue uh light lit up in there. Yep.
50:00
Speaker 1
Okay, the original node is now flashing blue. Now it looks purple. That looks like it's solid purple, now. Yeah. I, I bet on that other note I didn't get the reset button pushed all the way in. But okay, this one, the note, it's still purple.
51:00
Speaker 2
Call it purple now. Okay. yeah. That should be, yeah, once we reset, once we push the reset button on the nodes, the purple light should appear. It should turn purple. Okay, that's an indication that you had reset it successfully. Okay. Alright, that's fine.
51:00
Speaker 1
Okay, so it's 31D and it's showing up in my list of networks now. Okay, it's asking me for the password, let me take a picture of it. Okay, hold on one second. Okay, so
52:00
Speaker 2
when you check the network name of that node. What's the what's the what's the name. It's actually at the bottom. Okay. All right. Let's connect to that network. Sir. Yes, you can see that underneath the router too.
52:00
Speaker 1
the.
53:00
Speaker 2
you're connected to that node. And by the way, you have that node connected to your modem, right? The cable is connected to the internet port. All right. Can we try to access_myrouter.local again, the Linksys Blue page? Yes. Just refresh it.
53:00
Speaker 1
Okay, so do you want me to click on the picture of the two phones again? Uh, so it's asking me for my router password. Is it what A D M I N?
54:00
Speaker 2
Mm-hmm. The study saying thanks. Okay, let's try um ADm Itn lo case. Yes, since we performed a reset on the router, let's try admin. It's the default router password.
54:00
Speaker 1
That worked, okay, so I'm into it now. Okay. Did that? Okay. Okay. Okay, I did that. Now, the light is white. Are you there? It's solid white. Yep. Okay. Now, it's flashing. It's blinking white now. Okay. I'm in troubleshooting. Okay. [silence]
55:00
Speaker 2
Yes. Okay, so is it solid or is it blinking white? Solid white. Okay, can we go back to your computer and go to troubleshooting. Okay, under status click report. Can you check again on the connection type if it has an internet address?
56:00
Speaker 1
Connection type says automatic configuration DHCP. Now the router's flashing red. Yes. Yep. There is not. Correct. Now.
57:00
Speaker 2
Yes. Blashing red. Can you please scroll down and look for ports? Check if there's an X mark on the internet. No. X mark. 30 Pعنوان. Flippable this that that has an Ethernet port. Aside from the iMac, do you have a laptop? for us to test the connection from your your spectrum? is what we're gonna do is. [silence]
57:00
Speaker 1
No, I don't have any way to do that, but the Spectrum app is running the test speed on it and it says it's receiving data at over a gigabyte. No, no, I was connected to Spectrum. I was using a Spectrum app to test the Spectrum, um was testing the router for me. I'm sorry. Spectrum was testing the modem. Sorry. [silence] [silence] I
58:00
Speaker 2
Yes, but, uh, actually you're not connected to a spectrum directly. You're wirelessly connected to Linksys. So, we have, but, um, but your modem, do you have, um, the, do you have a wireless network from Spectrum? Like, uh, uh, are you using a Gateway from Spectrum? It's, uh, I think I can't remember the exact model number.
58:00
Speaker 1
I'm using their modem but the Linksys routers, one of them, yes, is a new one that came with the modem and I and then I have another one, we've tried both of them.
59:00
Speaker 2
forked a gateway, then we broke the torque. Yeah, but through extensions. So in order for us to verify the connection only from the modem, sir, yeah, this is why we need to like connect a computer, right, to the modem. Um, because actually the the cable is the we've tried different cables already, like two cables, and it's really not detecting the cable coming from your spectrum box. So that that is a known working cable, right? Is that the cable that came with your modem? The Ethernet cable.
59:00
Speaker 1
Yeah.
60:00
Speaker 2
can we try the other nodes sir you said that um you have not the pressed it properly the set button properly try to swap the nodes again and do the reset one more time yes sir okay I
60:00
Speaker 1
All right, I did it. I took, I let it go. And now it's red again. I'm pushing the reset button down again. Yes. Now it's solid blue. Okay that on that. Yep. Now it's flashing blue.
61:00
Speaker 2
When you press the reset button on that node, did the light change? Okay. [silence] Solid blue on the... Okay.
61:00
Speaker 1
Okay, it's it's flashing blue is there anything I'm supposed to be doing? Yeah, actually now it's purple. Okay, just close the browser.
62:00
Speaker 2
Okay. It's still flashing blue. We'll wait for it to become solid, sir. It's purple. Okay. Can we close everything down on your computer?
62:00
Speaker 1
Okay. I do, yes. Okay. Let me type in the password. [silence]
63:00
Speaker 2
Yes, just close the browser, and go back to Wi-Fi, and check if you see there the Vilo setup 309. Alright, please connect this, sir. [silence]
63:00
Speaker 1
Okay. I am connected to 309. Okay. Okay. It took me back to the troubleshooting page. Yes.
64:00
Speaker 2
Sorry, I don't know. I'm really thinking this is causing so much problems, because you can't see what's really going on. I don't think that there's necessarily perhaps a need to recreate that sale. the problem will still be here, so then the issue is is if it has to remain as is, we're going to have to really think about how we address it even then, just because of the way the connection works. But certainly if you think that that we can recreate this, then let's do it, but I'll give other ways that we can resolve this and suggest some steps after you do the trouble troubleshooting you're doing so that will come next. So for now, just focus on the troubleshooting so you get to the next page and then after that we'll see what we can do to resolve this. Have you managed to get out there?
64:00
Speaker 1
yeah. Okay. There is. Yes. Five presses on the reset button. Okay. Okay, I did that. Now the light is white.
65:00
Speaker 2
All right, and status, do you see there? Can we scroll down and check the port? If there's an X mark under 1 GBPS, there is. Okay. Alright, now try to press the 5 - do the five press on the parent node, on the new parent node. Press the reset button. yeah, do a five press. Press the reset button five times. Okay? on that new parent node. Okay. Okay, we'll wait for that.
65:00
Speaker 1
Are you there? yeah? Okay. Okay. Okay. solid white. Okay. Now it's blinking. Yeah, it says now it says router not found. You're not connected to your router. Uh, no, it switched me back to the other one. Do you want me to You want me to switch to 309?
66:00
Speaker 2
is it solid white or blinking? all it white. Can we go back to the troubleshooting page? check first if you're connected to the Belop setup 309. [silence] yes, because that's where the modem is plugged in, so we need to connect to the 309. [silence]
66:00
Speaker 1
Okay, I'm I'm back. connected to 309. That is connect that just, so that modem is now I'm sorry, that router is now solid blue. Yep. Yep. It says. My my my. My Wi-Fi says I'm connected to 309, but the website [silence]
67:00
Speaker 2
Okay. Go back to solid blue. Okay, very good. Now, can we go back to the page troubleshooting page? Look for the internet connection IP v4. Check if there's an internet address. Okay? Okay, that's almost per what for uh?
67:00
Speaker 1
It says you're not connected to your router. OK. It took me back to click on the phones again, so I'm clicking on the phones. Now it's asking for a router password. OK. That worked. All right, so now you want me to go to troubleshooting? Yes. 68.191.
68:00
Speaker 2
Try to refresh it. just go back to My router. local. Yes. Type in admin. Admin. Admin. Admin. Admin. Yes. And check if there's an internet address. Check if there are unnumbers under internet address. Okay, great. Caney have it, please?
68:00
Speaker 1
Yeah. Yep, it is. Okay, um, I'm gonna need a minute to go get them. So, the the one that, the the one that had been my primary node that we're not using right now, should I unplug it and move it?
69:00
Speaker 2
Okay. Alright sir, now please check if you're able to go online using that computer. Try to open up a new window or a new tab. Try to go to Youtube.com or any website. We'll just verify if the internet connection now is active. It is? Okay. Alright so what we're gonna do next is we're going to add your um child notes back. So kindly can we gather all your child notes in one place? So make sure they're close to the parent node around five to six feet away.
69:00
Speaker 1
it to the side or something. Or just leave it plugged in for now? Okay. So, you want me to go get all the other nodes? Okay. I'm gonna- I'm gonna put you on mute while I go do this. Okay. [silence]
70:00
Speaker 2
Yeah, just leave it plugged in for now, okay, because we will reset that one to factory defaults later on. So, yeah, just leave it there. Yes, please. Thank you. Sure, no.
70:00
Speaker 1
Okay, I've got the two other nodes. [silence] Okay, I've got the two other nodes.
72:00
Speaker 2
Okay, so we will perform a
72:00
Speaker 1
Okay. Okay. Can I do them at the same time, or do I need to do one at a time, or? Okay.
73:00
Speaker 2
Reset on all of the nodes. All of your child nodes, okay? Excluding the parent node, because that's already set up, that's already working. So, do the reset. So, press and hold the reset button for 25 seconds on all of those nodes. one at a time.
73:00
Speaker 1
And remind me what is the light supposed to look like once it's been reset? Okay. Is it solid blue before it goes to purple? I think so. Okay. I apologize. I have to go get the cable to plug my to my battery my computer.
74:00
Speaker 2
yeah after the receptor it should be purple just like what happened with the with the first two it turns it turned purple you should see the blue light
74:00
Speaker 1
computer's running out of battery. I gotta get the cable for it. [silence] okay so the first one that we're doing now is purple sorry Mike, what do I do now? Well, no, I just think... Well, no, I've only done... There's two of them that we still... I mean... I thought you wanted me to do one at a time. I haven't reset the other ones yet. Would you like me to? Okay, and even the node that was the parent node, like, but is no longer. You want me to reset that one? Okay. So I have a total of four nodes, one of which we now have... we have set up as the parent, so I gotta reset three of them. Okay. Okay. Just one second.
75:00
Speaker 2
So you did reset all the nodes, right? And what are the lights? Yes, let's do a reset on that one as well. Uh huh. Yes. Yes, that's correct.
76:00
Speaker 1
Okay, I'm just, I'm waiting, I'm just waiting for the other two nodes to turn purple, they're flashing blue. Okay, two of the three are purple.
79:00
Speaker 2
Okay, okay. Okay, so all of them are purple now.
79:00
Speaker 1
All three child nodes are purple. five presses at the parent notes. Okay. Okay. FU * * *Cense*, wrong turn a little bit further than that. 'Cause I needed power cords. They're like a 10 feet away. Well, one of them's like, one of them's 5 feet away and the other one's a little bit further away. Well, two of them are, two of them are within, two of them are within the five feet and the other is further, little further away. Now, actually two of the,
80:00
Speaker 2
Okay, good. Now, can we go back to the parent node and do the five breaths again? So, that's... Yes. On the parent node. So, press the reset five times. How far, by the way, is the child nodes from the parent? Is it like five to six feet away? [silence] Okay. but at least [silence]
80:00
Speaker 1
Two of the nodes are now flashing red. Actually, they're all three flashing right now. Okay, all right, so what would you like me to do? Okay. All three. Go ahead. Okay.
81:00
Speaker 2
Okay. Yes, it's, uh, trying to establish a connection. So, we'll just wait for that, okay? Okay. Yeah, we'll wait for the lights to stabilize, okay? Since it's flashing red, uh, Yeah, it's flashing red. That means it's actually commu- it's trying to communicate with the parent node.
81:00
Speaker 1
All three of them are still flashing red. Okay, one of well, now, oops. One of them sólid blue now. Well, and I take that back. It was blue and now it's back to red. [silence] Actually.
82:00
Speaker 2
it's still flashing. any progress? Mm-hmm. blinking or solid?
82:00
Speaker 1
Two of them, they're all back to blue. Yes, all three of them are solid blue. No, I'd like to rename it what I what the network had been named. Yep. I'm there. Okay.
83:00
Speaker 2
Is it solid blue? Okay, alright. So what we're going to do next though is we're going to personalize your Wireless Network. Alright. Actually, once it's blue, that means the nodes are already connected to the parent node. But would you like to personalize your network or you want to leave it as the _setup309? Okay, alright. So let's just go back to your computer. Alright. Now on your computer, sir, do you still have that page?
83:00
Speaker 1
Yes. Okay. Wait, are you talking about in the computer or on the blue page? Okay, I see what you're saying. Yes, I'm at, on the blue page, I'm at Wi-Fi settings. Yes. Okay. [silence]
84:00
Speaker 2
AGE open the page, the blue page. Alright, kindly go to WiFi settings. On your computer, there's a blue page. Yes. Go to WiFi settings and that's where you can change the WiFi name as well as the WiFi password. You can use the same settings that the one that you had before, the WiFi name as well as the WiFi password. So there are three bands. So if you want to separate the names, sir, you can actually put your name and then 2.4 at the end, so you would be able to identify which is the 2.4 and which is the 5 GHz. You may use the same password for
84:00
Speaker 1
Okay, so I'm in Wi-Fi settings. I changed the Wi-Fi name and I can change the Wi-Fi password, but I'm not sure where I see the different bands. Oh, okay. I'm doing that. Yes, correct. So, before I didn't have the different names for the different bands, but should I? But will it, I mean, will it just find it? Because I, like I do have a bunch of ring cameras and stuff, but if I just name everything the same Wi-Fi network, if I, if I give everything the same name and password, will the device just find the proper band?
85:00
Speaker 2
And yeah, the purpose why we need to separate the band's cause not all wireless devices can connect to the five gigahertz network.
86:00
Speaker 1
Okay, I, I mean, before this problem, I had only one name for both networks and everything was working. Okay, so I'm going to have the same name and the same password for each band. Okay.
87:00
Speaker 2
Okay, so, yeah, if that is the case, yes, you can actually just create, uh, uh, you can just create one name for that, for each band, and that's fine. You. Yes, that's okay.
87:00
Speaker 1
So, I see three different bands. I see a two point four and then a and then two different five gigahertz bands. Is that correct? Mm. Okay. Got it. Okay. So, I'll click apply. Yeah. Okay. So, anybody who's been on this network before, they're gonna need to forget the old network and then add it. Cause even though it has the same name, technically it's a different network, right?
88:00
Speaker 2
Yes. yes because this is a trive answer. Yes apply and then OK. Your router will reboot. Same goes with the child nodes but it should automatically reconnect. Once you change the settings you need to reconnect to your new network on your computer.
88:00
Speaker 1
Okay. Okay. So, when I clicked OK, I just got a message. Oh, wait, actually, it just looks like it took. So, I am connected to the new network now. Uh, now I'm not. Now, it looks like it's resetting itself or something right now. Yes, yeah. Yes. Yeah.
89:00
Speaker 2
Some wireless devices would be able to detect the network right away, okay? Some will connect to it automatically. And some will not. So if it's not gonna connect right away, then you need to put in the password again. You need to reconnect. [silence] Yes, check your Wi-Fi icon and uh verify if you're connected to the new network. [silence] Yeah. If you click on a Wi-Fi um icon, did you see your new network? Okay. And does it have a check mark in it?
89:00
Speaker 1
Looks like it's all good, you know. [silence] [silence] yeah, okay. [silence] all right. Um, [silence] okay, so let me ask so on my phone though, I have the Linksys app. So I I have I've got two different home networks at two I got networks at two different homes. So I'm at one of them right now but on my Linksys app, I could see both, you know, both networks. Do I need to connect this new one to my Linksys account? Can you walk me through that? Yeah. Yeah. [silence]
90:00
Speaker 2
okay. so it does detect your uh original network. so it it actually saved it. so it automatically connects to it. all right. so, mm-hmm. yes sir you you have to. um if you open up your app right now,
90:00
Speaker 1
uh [silence] uh, just one second. It's [silence] uh, ask me if I want to if I want to complete set up. [silence] hold on, I'm going to quit this set up. The app is saying connect the router to your modem or source of internet and say it's connected. Okay, it's all.
91:00
Speaker 2
You just need to add new network. It should detect a new network. Did it show up? Any idea? I'm just wondering if it's spurious. [silence] Did you try to close the app
91:00
Speaker 1
I did, I think it's great hold on, I think it's actually just looking to ... okay, it found the network. This is concerning me because it's saying, I'm sorry, say that again, okay, I open the linksys app and it says, are you ready to complete setup, complete and I got two options, complete setup or I don't want to continue setup. Okay. All right, now it's it's wanting me to to to to it's asking if everything is connected.
92:00
Speaker 2
when you open the your and there's app or complete setup or tap on it
92:00
Speaker 1
So, I should just click it's connected? That's. It's asked me to confirm that the node light is solid, which they are. This is checking for the internet. Yes. So now it's saying, use the same Wi-Fi settings as Chocolatte. Chocolate is the Wi-Fi network in our other home. So, should I say no, create a new Wi-Fi settings? No. No. The one we've been working on.
93:00
Speaker 2
yes so that phone is already connected to your network right yes is that the the name that you've set up right now on this device
93:00
Speaker 1
The one we've been working on right now. The network is called pixie Hollow, that, but the network at our other house is called chicka. So, I guess I should type in pixie Hollow here for this. Yes. Yes. Yes. Yes. [silence] It says linking to your account. [silence] So it's working. working. thinking. [silence]
94:00
Speaker 2
Okay. Okay, yes. But right now your phone is connected to the Pixie, to Pixie Hollow, right? Yeah, that, that should detect the network right away. [silence]
94:00
Speaker 1
So, why do you think that the, the, the node that I had originally set up as the parent node wouldn't reset itself as the parent node. So are you telling me that that that because these nodes are all hard wired in our home, like you're thinking that that that the Ethernet port is not going to work when I plug, plug the Ethernet cable, the Ethernet line into it.
95:00
Speaker 2
this off of the top what we have here sir was the the ports on the back of the original parent node was not working. all the ports in there. it'd be a hardware issue because we've already tried different ports. remember we've tried the ethernet ports as well and it's not the detecting the modem. so that's why you uh we we swapped the nodes. and good thing the uh yes on that um original node.
95:00
Speaker 1
[silence] So I'm Okay, so if I want it hardwired, I'm just going to have to buy a new node then is what you're saying. Okay, so now on the app, going back to this, it's that now on the page that says It's titled your Network and there's like little pictures of nodes. says router and then three child looks like it. Okay, so I'll click next, okay. Guess next.
96:00
Speaker 2
parent nodes are. It seems that the ports on the back, the ports in the back are not working. If it's not detecting anything, yes, it's not detecting your modem. That's why it took so long for us to do on this one, cuz that uh, yes. Probably that uh side of the the ports there at the back are busted. Mhm. Yes? Mhm?
96:00
Speaker 1
So I'm wondering though if in my account there's going to be two different Pixie Hollows now though.[silence] Yeah, okay. So I now have three networks in my account, two of which are titled Pixie Hollow. One says it's online and then there's another one that says it's offline. So I guess I'm just going to delete the one that says it's offline.
97:00
Speaker 2
Yes. Actually, everything is configured right now, Sir Chris.
97:00
Speaker 1
Yeah, everything's working now. So, if, so if I just buy a new note, well, the new note, like the newer nodes work with these older ones, will there be any sort of compatibility issues? Okay. Okay. All right. Okay. All right. Okay. I think we are all set. Yeah.
98:00
Speaker 2
of the nodes. So it's just that, yeah, there's a, there's a problem with that original parent node of yours could be the, the ports are already busted. We've tried different cables on that. We've connected your modem and the modem is not detecting it. Or the router is not getting a connection. For sure. And to get a reading for that LTE, we just got to connect our radio. Of. Well, as long as it's the same intelligent mas, mash mash device, then it, it should be compatible. should still be able to added. Okay. O, okay. A, alright. Well, thank you so much for your time and your patience, sir, Chris. If ever you need to call us back, you can, just give us your phone number. We do already have a record for you here.
98:00
Speaker 1
thank you for all your help. thank you, you too.
99:00
Speaker 2
okay. So thank you so much for your time and your patience working with me. And this is Eppy again. ~~No~~ problem. Sir Chris. This is Eppy from. ok, have a great night, sir. Take care. Bye bye.
99:00